Guest Relations

2 weeks ago

Cape Town, South Africa Marriott International, Inc Full time

**Job Number** 23059309

**Job Category** Rooms & Guest Services Operations

**Location** AC Hotel Cape Town Waterfront, Dockrail Road Foreshore, Cape Town, The Western Cape, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

The Guest Relations Expert assists the Guest Relations Supervisor with all aspects of the department including but not limited to operations, planning; forge stronger guest relationships - fully guest centric approach as well as maintaining exceptional customer service standards expected in accordance with the AC Hotel and Marriott International Policies and Procedures. Providing assistance and support to all associates of the Front Office Team and enforces Standards of Excellence in all areas.

**Required Experience & Qualifications**:

- Matric
- Minimum 2 years’ experience working in hotel and/ or similar position within Guest Relations or Front Office.
- Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera
- Professional Disposition
- Competence to build and effectively manage interpersonal relationships at all levels
- Strong and effective planning and organizing skills to ensure operational efficiencies
- Confidence in decision making and conflict resolution abilities
- Competency in administration skills - stock rotation, inventory control and ordering
- Ability to work within a pressurized environment
- Ability to use Initiative and be proactive and self-driven
- Maintain a neat, clean and well-groomed appearance as per company standards

**Key Duties**:
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Assists, along with Front Office Leadership a Pre-arrival planning within the Empower GXP system. Identify Marriott Bonvoy Membership tiers and ensure teams are briefed on delivering upon those benefits. Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc. Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through. Meet and Greet Marriott Bonvoy Members on arrival. Lobby duties include - Welcoming guests on arrival and wishing them farewell during departure from the hotel. Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests. Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others.
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
- At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it’s the artful pour of a drink or the elegant line of a chaise, AC Hotels believes that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the edited beauty of AC Hotels. They feel connected to us through a shared concern for details. They enjoy feeling a part of our small, discrete, global tribe. In fact, the feeling of being among like-minded people is a significant

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